Role Overview: The Senior Help Desk Manager leads daily operations and service delivery for mission-critical, statewide enterprise data systems. This role is responsible for driving operational rigor, scaling support capacity during peak collection cycles, and embedding mature ITSM practices within Salesforce Service Cloud. The focus is strictly operational and technical: optimizing queue throughput, managing technical escalations across engineering and program teams, and enforcing strict SLA accountability without managing end-user training delivery.
Key Responsibilities
Provide operational leadership and daily direction to the Help Desk team, managing workload distribution, coverage, and performance across high-volume statewide data collection periods.
Establish and enforce ITIL-aligned SLAs, response metrics, escalation protocols, and quality standards to ensure consistent resolution times and operational accountability.
Own and optimize Salesforce Service Cloud operations, including case intake, automated routing rules, queue monitoring, backlog reduction, and case aging management.
Serve as the senior escalation point for complex technical issues, data validation errors, and system discrepancies, collaborating directly with program offices, data engineering teams, and vendors.
Build and maintain real-time operational dashboards and KPI reports to analyze ticket trends, identify recurring systemic problems, and drive continuous process improvements.
Develop and maintain internal Standard Operating Procedures (SOPs), technical runbooks, and support team documentation to maintain service quality and speed up onboarding.
| Skill | Required /Desired | Amount | of Experience |
|---|---|---|---|
| Help Desk Leadership & Team Management | Required | 7 | Years |
| ITSM & Incident Management (ITIL aligned) | Required | 7 | Years |
| Salesforce Service Cloud (Queue & Case Management) | Required | 5 | Years |
| High-Volume Escalation & Problem Management | Required | 5 | Years |
| SLA Tracking & Operational KPI Reporting | Required | 5 | Years |
| Complex Data Systems & Validation Troubleshooting | Highly desired | 3 | Years |
| ITIL v3/v4 or Salesforce Administrator Certification | Highly desired | 0 |
| No. | Question |
|---|---|
| Question1 | Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement? |
| Question2 | Please list candidate's email address HERE. |
| Question3 | not to exceed NA. Do you accept this requirement? |
| Question4 | Where is the candidate currently geographically located? |
| Question5 | If the candidate resides more than 1 hour from the client site, will the candidate relocate for the position? |
| Location | 100 Riverview PlazaTrenton NJ, NJ |
| Salary | $82.71 |
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